Customer Service Pledge

Our Service Pledge - Life Insurance

As a customer-centric company, caring for and respecting customers is core to everything we do in Well Link Life. It defines our work and shapes our corporate culture.

Customer Services

Reply to online enquiry:0.5 working day

Reply to voice message:1 working day

Reply to email enquiry:1 working day

Reply to write in enquiry:5 working days

Policy Administration

Policy services - Financial changes:7 working days

Policy services - Non-Financial changes:5 working days


  • The above pledges are applicable to cases in which all required documents are received for immediate processing at the time of application.

  • “Policy services - Financial changes” including but not limited to : policy loan, withdrawal of dividend, refund overpaid premium and cancellation within cooling off period, etc.

  • “Policy services – Non-Financial changes” including but not limited to : contact information change (such as address and telephone), beneficiary change, dividend option change, change of annuity option and requests for policy information, etc.

Complaint Handling

Well Link Life believes that complaint resolution is important, and it is our responsibility to respond to complaints promptly, accurately and professionally. Throughout the complaint handling process, complainant will be protected and treated fairly. We will provide our customers with accessible means with which to communicate their complaints and will employ our best efforts to respond and resolve them where possible. All complaints and personal information collected, whether written or verbal, will be handled in a timely, professional and confidential manner and will only be disclosed to relevant parties on need to know basis.

You are always welcome to contact us if you have an enquiry about your insurance policy by speaking to your insurance consultant or to our staff at the following customer contact points:

+852 2830 7500
+852 2831 0068

If you request for the escalation of your concern to our Complaint Handling Team, you can expect the followings during a complaint management process:

1. Acknowledge receipt of your complaint
You will receive an acknowledgement within 1 working day from our Complaint Handling Team confirming the contact details of the handling staff responsible for reviewing your concern.

2. Clarification or additional information about your complaint
We may contact you for any clarification or additional information about your concern.

3. Collect relevant information from related internal staff / insurance consultant
We may share your concern and any information provided by you with related internal staff member and/or insurance consultant involved in an allegation made.

4. Contact external parties concerned or deemed by us as appropriate for further information
We may contact any external parties concerned or deemed by us as appropriate for further information for reviewing your concern.

5. Investigation result in written reply
You will receive a written reply from us within 30 calendar days upon receipt of your complaint, reporting our findings and, where applicable, resolution proposed by us. If the complaint is still under investigation, we will provide the latest updates to you accordingly.

If you remain unsatisfied about the findings and/or proposed resolution at the end of our complaint management process and wish to pursue your concern, external recourse is available to you through the following bodies:

Customer Service Pledge - General Insurance

Insurance enrollment aims at preparing against risk, so as avoiding hesitation and helplessness in the event of accidents. Well Link Insurance firmly believes customers only have full faith on the insurer who offers a helping hand in critical moments. This inspires us to sincerely implement our customer service pledge, ensuring our customers are backed by worthy protections to deal with life events.

Well Link Insurance's quadruple customer service pledge:

Quick call pick-up and response by 24/7 on-duty professionals
1-on-1 Claim Specialist service guarantees direct contact and full case follow-up
Answer customer enquiries in everyday language for full understanding
Strive for best customer protection with no hard selling
Handle Complaints With Flexibility

In Well Link Insurance, we attach great importance to establishing good communications with our customers and consolidating mutual trust. Thanks to efficient, effective, professional, regulatory-compliant and transparent complaint handling, our customers are always informed to the full handling process.

99 %
of complaint cases
1 working day
working day
95 %
of complaint cases
5 working days
resolution within

Free feel to download Well Link Insurance'sComplaint Handling Policyfor details.

For any enquiries or comments on our products or services, please contact Well Link Insurance Customer Care Hotline at +852 2884 8888.